How Do ACD Systems Work?

Generally, the call distribution process, with an automatic call distribution system, goes through what can be summarized as three steps.

The first step is to identify the purpose of the phone call. An interactive voice response (IVR) system will usually greet customers and provide a menu of options to choose from to direct their call. Using either their dial pad or speech recognition, the IVR will process what the caller's queries are and that information is transferred to the ACD system.

Before the IVR switches over to the ACD system, it collects customer information so the ACD system can further process how it needs to distribute the call. This can be information such as customer profiles, previous interactions, and more. Caller ID may be incorporated to determine language and location to further help with proper call distribution.

Then the ACD system will take over in the second step, which is called queue management. This is where the ACD system places the call in the appropriate queue, using preset criteria. This criteria is programmed based on how the contact center wants the ACD system to route the calls and this is called a routing strategy. Routing strategies include skills-based routing, simultaneous routing, round-robin routing, time-based routing, and others.

So, for example, with a skills-based routing strategy the ACD system's criteria for routing inbound calls will be based on what skills the agent has. If the skills match up with what the customer needs then the call will be placed in the queue to go to them. Other variables can be considered as well, again, as set by the contact center. With the appropriate routing strategy, wait times can actually be reduced.

Finally, the third step involves inbound calls being connected to the first available agent, using the criteria just described, and executing the call purpose. When deciding which call routing strategy to use you need to have an understanding of how your contact center functions and what metrics you value the most. This type of automation can make work easier for you and your agents and be one less thing you have to worry about. There are also several benefits incorporated into the workflows of an ACD system.